Oct. 30 – FIAT has received the award “Best Customer Service” in the Automobile category from the consulting company Viséo Conseil, in France. Established in 2007, Viséo’s assessment constantly verifies customer service quality put forth by companies active on the French territory – the companies are divided in 26 categories, ranging from automobiles to communication services, from credit services to remote sales. From May until July 2012, the Customer Care centers of the observed firms had to undertake 215 secret tests, carried out by their customers via phone calls, emails, and online researches so as to emulate real life strains as much as possible. The results were then analyzed according to 16 criteria, divided according to the communication mean used: 16 criteria were dedicated to phone calls (waiting time, quality of responses, level of personalization, etc); 14 were used to assess emails (waiting period and quality of the response, etc); and 13 were used to assess online researches (time taken to obtain the necessary information, quality of said information, ease of search options, functionality, etc).
